Customer Support/ Technical Support/ IT Helpdesk

Mumbai,
Maharashtra

Job Description

The primary function of the position is to provide 1st Level support for internal Staff and customers via Phone/Chat/Self Service.
Technical Support Analyst is a member of the Service Desk team covering the day-to-day IT support needs via Phone/Chat/Self Service. The primary function of the position is to provide 1st Level support for internal Staff and customers.
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, Password Resets, Printers and more;
Gather the required information necessary in order to best handle customer software and technical inquiries
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
Collaborate with other members of the Service team to properly manage customer inquiries and escalate when appropriate.
Research required inform using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues to the pertained teams;
Follow up and make scheduled call backs to customers where necessary.
Problem solving ability identify and resolve;
Basic technical skills including knowledge of Microsoft windows Operating Systems, Microsoft Office suite, and common printer issues.
Basic installation, configuration and support of IT equipment (PC, laptops, printers etc.)
Basic understanding in troubleshooting Internet Connectivity, LAN /WAN related Issues.
Ability to deal with difficult callers
An ability to communicate with customers and understand customer requirements.
Ability to speak and write clearly and accurately;
Effective listening skills;
Multi-tasking capabilities;

Customer Support
Experience: 0-5 Years (Excellent Communications)
Work Location : Hyderabad and Mumbai

Providing support for customers via phone and email
Manual ticket assignment to service partners
Conducting conference calls with local account managers
providing information to customers/service partners
proactive monitoring of incidents/tickets
controlling SLA fulfillment
managing customer escalations and complaints
Customer Excellence Center - quality check of service tickets
support and cooperation with other service desks across geographies
perform tasks assigned by a supervisor
distribution of service request to appropriate teams
coordinating with field service engineers for resolution
control of customer service quality
ordering of spare parts wherever required
creation of service reports
debriefing service tickets in customer service systems
Should be open to work in rotational shifts

Company Description

Vanguard Human Resource Consultants is a joint effort of a team of professionals with over 2...decade of corporate experience - in marketing , HR and executive search.

We have earned the respect and trust of clients - from startups to multinationals. We have built capabilities to complete challenging, specialized assignments. . .

In depth industry knowledge and personal attention enables our clients to place immense trust in us - as the preferred HR consultants.

Our principals maintain a high degree of personal involvement throughout the consulting process. Working in close partnership with our clients, we serve as an extension of the client organization.

We take into cognizance our client’s business design and strategy while offering customized human resources solutions. In the consulting process, the client is an active participant and decision maker. Our endeavor is to supplement internal capabilities and add value. Read full description